Anjali Dwivedi

- Leading team of customer success specialists, providing ongoing training and
support to enhance team performance.
 Over viewing the entire grievance handling and social Media Escalations in
particular.
 Leveraged data-driven insights to develop targeted strategies for enhancing
overall client engagement levels.
 Coordinated with internal teams to provide prompt support and address client
needs efficiently.
 Analyzed customer data to identify trends and develop strategies to improve
customer success metrics.
 Enhanced customer satisfaction (CSR to 97.8%) by proactively addressing
concerns and providing tailored solutions.
 Spearheaded cross-functional initiatives that resolved complex issues and
ensured timely resolution for clients.
 Utilized customer feedback (implemented IVR) to inform changes and
improvements to customer success plans.
 Championed innovative solutions that empowered customers to optimize their
use of the product or service effectively.

Handled a team of 26 associates, dealing with existing/onboarding clients,
onboarding and follow ups of customers.
 Successful upselling Referral Campaign by my Team getting a total of 360
referrals in a month leading to 76%conversion, resulting in an additional revenue
of 3.8 Lacs.
 Closely monitored and supervised operations team, ensuring operational
excellence and outstanding customer service.
 Assisted in the hiring process, making recommendations for suitable candidates
and conducting interviews as needed.
 Generated weekly reports to communicate targets and ensure activities were on
track to meeting goals of reaching out ‘n' no. of customers on daily, weekly and
monthly basis.